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Quick Overview

Transform any Slack channel into an intelligent employee help desk. Your agent will:
  • Monitor employee questions in your designated help channels 24/7
  • Search your company knowledge base for relevant policies and procedures
  • Respond instantly with accurate, friendly answers to common questions
  • Escalate complex or sensitive issues to HR with full context
  • Continue monitoring conversations for follow-up questions
You can use the employee helpdesk template to get started.

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Setting Up Your Employee Help Desk

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Step 1: Connect Slack Channel

Set up monitoring for employee questions in your designated help channel.
Slack message trigger setup
  1. Use Slack – Message Received trigger
  2. Select your help channel (e.g., #ask-hr, #employee-help, #general-questions)
Make sure to add Lindy as an integration to your Slack channel so it can monitor and respond to messages.

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Step 2: Search Company Knowledge Base

Query your company documentation to find relevant information for the employee’s question.
Knowledge base search for company info
Use Search Knowledge Base with the employee’s message as the query. Upload your essential company documents:
  • Employee handbook
  • Benefits documentation
  • PTO policies
  • IT setup guides
  • Office procedures
  • Expense policies
The more comprehensive your knowledge base, the better your agent can help your employees without escalation.

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Step 3: Draft Response with AI

Have AI analyze the context and create an appropriate response or determine it cannot answer.
AI response drafting
Add AI Agent – Draft Employee Response: 
You are a helpful and professional employee assistant representing HR.

Using the knowledge base results, respond to this employee question: slack_message

GUIDELINES:
- Keep concise for Slack readability
- Be friendly, professional, and empathetic
- Use bullet points for clarity when listing multiple items
- If you found relevant information: Provide a clear answer with policy reference
- If information is unclear or missing: Respond with "I don't have that specific information available"

RESPONSE FORMAT:
- Direct answer to their question
- Reference to relevant policy/document if applicable  
- Offer to escalate if needed: "If you need more details, I can connect you with HR directly"

IMPORTANT RULE: IF YOU DO NOT KNOW THE ANSWER TO A QUESTION BECAUSE IT IS NOT IN YOUR CONTEXT - ONLY REPLY "ANSWER NOT FOUND" AND EXIT

Return ONLY the response text, no additional formatting.

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Step 4: Check if Answer Found

Determine whether to respond directly or escalate based on AI’s ability to find relevant information.
Answer found condition routing
  • Answer Not Found Path: Route to HR escalation
  • Answer Found Path: Route to direct response

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Step 5: Escalate to HR Manager

For questions the AI couldn’t answer, send context to HR for personal follow-up.
HR escalation via DM
Use Slack – Send Direct Message to HR manager: 
📋 **Employee Question Needs Your Attention**

**From**: message_author
**Channel**: channel_name
**Question**: slack_message

**Thread Link**: message_link

Your agent couldn't find this information in our knowledge base. Please respond directly in the thread.
Remember to change the user email to the correct team member.

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Step 6: Reply to Employee

For questions with found answers, respond directly in the thread with helpful information using Slack - Send Reply.
Direct response to employee

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Step 6: Monitor Thread for Follow-ups

Continuously watch the conversation thread for additional questions or clarifications.
Thread observation and monitoring
Add Observe Messages action to monitor the thread for new messages. This creates a listening state that waits for any new messages in the conversation.

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Step 7: Handle Follow-up Messages

Check if new messages in the thread require additional assistance or are just acknowledgments.
Follow-up message evaluation
Add Conditions with AI evaluation:
  • If NEEDS_RESPONSE: Loop back to Step 2 (Search Knowledge Base)
  • If NO_RESPONSE: Loop back to Step 6 (Continue Observing)

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Advanced Features

FeatureWhat it does
Escalation CategoriesRoute different question types to specific team members
Response AnalyticsTrack common questions to improve knowledge base

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Best Practices

Schedule monthly reviews of your knowledge base to ensure policies and procedures are up to date.
Weekly review of escalated questions helps identify gaps in your knowledge base coverage.
Add guidance about sensitive topics that should always go directly to HR (salary, health, etc.).
Regularly check your agent’s responses and refine prompts based on employee feedback.

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Next Steps

Employee Feedback Collector

Collect structured feedback from employees

Resume Screening

Automate candidate evaluation

Knowledge Base

Store HR policies and FAQs

Human in the Loop

Escalate complex HR issues for review
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